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CallOut C.2.3 - A - Proactive invitations

CallOut C.2.3 - A - Proactive invitations

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C.2.3_Small_SlideShow

Proactive invitations engage the customer via the channel that’s most appropriate based on customer segmentation using customer data and real time behavior. Offer assistance via chat or voice, or provide both to let the customer select a preferred channel. Escalation from chat to voice is seamless.

CallOut C.2.3 - E - Benefits of Proactive Engagement:

CallOut C.2.3 - E - Benefits of Proactive Engagement:

Benefits of Proactive Engagement:
  • Retain and convert more business by reaching out to prospects who abandon orders or customers who indicate intention to cancel services
  • Route customers making purchasing decisions for complex products and services, to the right skilled voice sales representatives to assist them at the right time to convert, while continuing their connected experience with the voice representative guiding them
  • Resolve online on-boarding issues quickly by proactively engaging customers to speak with your representative, creating a more positive online experience for future self-service adoption
  • Screen leads via chat, and escalate high value potential visitors to speak with a senior sales representative or specialized sales agent who can better address their specific needs
  • Increase sales, average order values, first contact resolution, and customer satisfaction through individualized attention, engaging customers with the right assistance at the right time
  • Establish immediate brand loyalty relationship with new high value customers, proactively engaging through voice with a representative who can assist with account set up or servicing needs. This helps to ensure customer longevity, and provides the opportunity to increase the scope of account features and services
  • Use the customer session data available to agents during click-to-call conversations to increase call handling efficiency, improve customer satisfaction with the connected experience across channels, and provide valuable insight to enable cross-selling and increased AOV
  • Connect customers through voice directly with the right support tier to address their issues and get first contact resolution

Proactive Engagement